Refund & Exchanges
We are confident you will be delighted with your Heming purchase, but you do have the option to return it within 14 days of receipt (valid only on online and non-personalised purchases) for a full refund or exchange if you decide something is not right for you or the goods are faulty. We regret that we cannot offer refunds or exchanges on goods that are made to your specification or clearly personalised unless they are fault.
The refund will only be authorised once our qualified diamond graders have completed a rigorous examination and verified that the returned diamond or item of jewellery is the same piece and in the same condition as the one sent to you. If it is not, the item will be returned to you.
The above conditions do not affect your statutory rights as a consumer.
Unwanted products may be returned for a refund or exchange if they are returned unused and in their original condition. Please note that the removal of security tags will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances.
Returns must be made within 14 days with proof of purchase and are subject to exclusions and restrictions that are listed below (please note Non-Returnable Products below).
Refunds will be provided against the original form of tender.
If the products have decreased in value due to the way you have handled them, we may deduct the amount of such loss from the amount reimbursed to you. If you are returning your product by post, please include your personal details and the best way for us to get in touch with you, otherwise we will be unable to process your refund.
Refunds and exchanges on purchases made on an event day or with other promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.
For Online Orders, please refer to the returns section of our Delivery & Returns pages. For information on your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013), please see the Rights Of Cancellation section below.
Purchases made during our Christmas or Summer Sale periods may be subject to different returns policies.
If you believe your products are faulty, please contact our Customer Support team.
This policy may be changed from time to time at our discretion.
Non Returnable Products
The following products cannot be returned (whether bought online, by phone or in-store):
- products that are personalised, bespoke, altered or otherwise made to your specification
- any other products designated as non-refundable at the time of purchase
Please contact our Customer Support team for further information.
Please complete the following procedure if you do decide to make a return:
- Visit our store bringing the items with you to 10 Piccadilly Arcade, London SW1Y 6NH
- Call us on 020 7499 7644 or email customer service within 14 days of receipt - we will provide you with a Return Authorisation Code along with detailed instructions for returning your order.
- Take the parcel to a post office for dispatch using Royal Mail's Special Delivery service (specifying "maximum insurance") to:
Heming, 10 Piccadilly Arcade, London SW1Y 6NH
Returned items can only be accepted in the same condition in which they were received. All original paperwork and documents must be included.
You will be notified by telephone or email as soon as we have verified the item's condition. A full refund will then be issued within three working days.
Rights of Cancellations (Consumer contracts regulations 2013)
You are entitled to cancel your Online Order or Phone Order within 14 days after the day on which you receive your order (this right does not apply to In-Store Purchases). Please note that your right to cancel does not apply to products listed in Non-Returnable Products above.
To exercise this right for Online Orders and Online Phone Orders, please contact our Customer Support team (by phone, or via post or email). Please ensure that you provide a clear statement that you wish to cancel together with your order number, your contact details and details of the products you wish to cancel. Please refer to Delivery & Returns for details on how to return your order.
Prior to returning your items to us, you are obliged to keep and take reasonable care of them.
If an order has already been dispatched for delivery, please wait until you have received your order before exercising your cancellation rights.